Want to know what changed everything for small businesses?
Virtual health services and online ordering.
They didn’t just give birth to booming new industries. They rewired customer expectations for every business out there.
Think about it: from booking appointments online to heading to the checkout page…
People expect modern digital services across the board.
And small businesses that don’t deliver are losing customers.
Here’s what you’ll learn:
- Why Virtual Health Services Raised the Bar for Every Business
- How Online Ordering Changed Consumer Expectations Forever
- What Small Businesses Need From Their Online Therapy Payment Gateway
- 3x Ways to Actually Meet New Consumer Demands
Why Virtual Health Services Raised the Bar for Every Business
Virtual health didn’t just change how people access healthcare. It changed consumer expectations across the board.
Think about it… If telemedicine platforms can offer seamless mobile experiences… online booking… fast and secure payment processing… then why can’t EVERY business do that?!
That’s exactly what consumers are thinking.
Telehealth platforms like BetterHelp, Talkspace and others raised the bar on what customers expect from every business they pay money.
But it’s more than just that. Consider how massive telehealth has become:
The U.S. telehealth market alone is projected to reach $42.61 billion by 2024. That’s an annual growth rate of 23.84%!
Okay… point being: telehealth is huge. And will only continue to grow.
When consumers experience frictionless virtual appointments, ultra-fast payment processing and online service delivery from their doctor’s office… They’ll come to expect it everywhere else they do business.
Patients can now book video appointments, pay through an online therapy payment gateway and receive care from the comfort of their couch. This would NOT be possible without the powerful platforms services like 2accept, a trusted telemedicine merchant account provider, have to offer. And the same thing goes for ALL businesses that want to stay relevant moving forward.
If your customers can get fast, secure and seamless service from their online therapist… They’re going to expect the same from YOU.
Makes sense.
How Online Ordering Changed Consumer Expectations Forever
Online ordering did more than just give rise to companies like Amazon.
When shopping became digital, consumer expectations changed FOREVER.
Nobody has time to wait around on phone calls. Nobody wants to fill out paper paperwork. And nobody enjoys awkward checkout processes.
Scrolling, clicking and tapping is the way people consume… Online ordering just cemented that.
Millennials and Gen-Z-ers now expect immediacy. And that immediacy translates to every part of the customer experience, including payments.
That’s a problem for small businesses.
Amazon set the standard… And large telehealth services have also done the same. Customers now expect:
- Instant booking/order confirmations
- Multiple payment options (credit/debit card, ACH, digital wallets, etc.)
- Mobile-responsive experiences
When it comes to processing payments… that’s a BIG problem most small businesses will face.
According to the Federal Reserve’s annual Small Business Credit Survey, a massive 80% of small businesses reported issues with payment systems in their businesses. Slow payment processing, high fees and outdated payment solutions were the largest areas of friction.
And that’s bad news if your customers expect lightning quick checkout experiences.
What Small Businesses Need From Their Payment Setup
Running an online therapy business comes with unique requirements.
But the same is true for any type of small business operating online.
Whether you’re talking about therapy payments or payments for online retail…
Customers have clear expectations for what your payment process should look like:
- Security – Payments should be processed securely with confidence. This is especially true for any business that handles sensitive customer information like healthcare providers.
- Payment options – Think beyond credit cards. Customers want to pay however they want to pay.
- Fast payment processing – The world moves fast. People expect payment processors to keep up.
- Mobile friendly checkout – People browse shopping and service options on their phones more than ever. Payment processes shouldn’t feel frustrating on mobile devices.
This is just the basics…
If you sell products or offer services online… Your payment setup needs to handle it with ease.
Take payment processing needs for online therapy as an example.
You’ll need to make sure that your payment gateway can handle:
- HIPAA Compliance
- Recurring billing
- Electronic Health Record (EHR) Integration
- Patient Data Security
You get the idea.
Offering a seamless payment solution for your customers is no longer optional.
3 Strategies to Help You Keep Up with Consumer Demand
So how do you actually keep up with these demands? Glad you asked.
Here are 3 simple strategies you can implement right now.
Invest In Solid Payment Infrastructure
Starting point.
If you aren’t using a payment processor that’s equipped to handle best-in-class payment technology, you’re already falling behind.
This means investing in payment gateways that can accept credit cards, process payments quickly and offer the kind of customer payment experience your customers have come to expect.
Need a payment gateway that specializes in telehealth? No problem. 2accept specializes in building online therapy payment systems that offer flexible billing, integrated reporting features and more. You just need to do your research and find a payment gateway that specializes in YOUR industry.
Simple enough.
Mobile Design is Table Stakes
Smartphones are how most people will consume everything you have to offer.
Whether that’s visiting your website, booking their next appointment or submitting payment info… If it isn’t seamless on mobile, you’re going to lose customers.
Small businesses need to make sure their entire customer journey is tested on mobile first. Not the other way around.
It bears repeating: shopping and service booking is done on mobile devices. Everything about your business needs to reflect that.
Payments Should Be Transparent and Flexible
Speaking of payments…
Remember how customers expect a seamless payment experience?
One of the best ways to achieve this is by being transparent with your pricing and keeping payment options flexible.
No hidden fees. No confusing pricing structures. And definitely make sure your checkout process offers multiple payment methods.
Payments should be a breeze.
Wrapping Things Up
The rise of virtual health platforms and online ordering hasn’t just changed how people access healthcare or buy products. It’s changed how customers perceive businesses of all shapes and sizes.
The key points to remember:
- Customers expect seamless digital experiences with every business they interact with
- Accepting payments is no longer a luxury, it’s a necessity
- Payment processing directly ties to customer experience
- Mobile-first design isn’t optional anymore
- Services like online therapy set the standard for customer service
Small businesses who adapt to these changes will win big.
But businesses who sit back and ignore these shifts are going to fall further and further behind with each passing day.
The good news? You can start changing your business today.
Do some research, upgrade your payment infrastructure and find a payment gateway that specializes in YOUR industry. When you do that, you’ll be setting yourself up for success.